Enterprise Support Plan

Enterprise Support Plan: Information Services

Key Objectives

The key objectives of the Enterprise Support Plan: Information Services are:

Objective #1 - Transforming teaching and the student experience.

We will help transform teaching and the student experience by supporting a move to blended learning (including the flipped classroom), an increased use of open educational and electronic information resources, the intelligent use of learning analytics and more mobile device support.

Objective #2 - Enhancing our research

We will help enhance our research outcomes and citation rates by providing infrastructure, tools and information services to allow research to be done faster and smarter and for the results to be communicated more widely.

Objective #3 - Training our staff for the digital future

We will ensure that all staff are provided with a range of opportunities to acquire the skills they need to thrive in the digital future.

Objective #4 - Streamlining systems and reducing costs across the University

We will ensure that the University’s business processes are frictionless, customer friendly and efficient and delivered by systems that talk easily to each other and help reduce costs across the University.

We will ensure that the University’s information services continue to be delivered in a customer focussed manner and services are enhanced to meet the evolving the needs of internal and external end users.

Guiding Principles

The following overarching principles are used to help guide the ongoing development and enhancement of the University’s information services.

Service Focussed and Proactive:Our students and staff will have access to support services that are efficient and effective and provided by “one team” of domain experts who are knowledgeable, courteous and proactive.

Anytime, Anywhere and Any Device:Our information services and resources will be accessible anytime, from anywhere and on any device.

Value for Money:We will drive costs down by adopting technology such as cloud, open source software and virtual desktops to streamline and standardise the operating environment and to simplify support. We will use our purchasing power to procure information services and resources at scale.

Supporting Continuous Innovation:We will use existing and emerging information services to support continuous innovation in teaching and research and to ensure the University maintains a competitive advantage. We will create best practice services and solutions that are reusable and work effectively.

Scalable, Reliable and Agile:We will develop and/or buy information services and resources which are reliable and scalable and agile enough to accommodate growth in students, staff, data and research activity.

Frictionless Systems:Our enterprise systems will be joined up and frictionless and capable of supporting paperless processes. When implementing new systems we will reuse what we have, before buying, before building it ourselves. When buying new systems we will prefer open source where is has sufficient functionality and community support.

Data Wise:We will treat data as an asset balancing the need to manage it securely with the desire for convenient and transparent access by staff, students and, in the case of research output, by the wider community.

Professional:We partner within and without the University. We provide professional services and follow industry standard methodologies.

Ask the Library – anywhere, anytime, any device

The Library is implementing a new service model to enable clients to engage seamlessly with the Library on demand, regardless of their location and device. The service desks in each campus library are being replaced with a blend of virtual and on-demand services with an emphasis on proactive library support.

The most noticeable change is that the Library will no longer have a permanent physical presence at the service desk. Instead students and staff will be able to contact the Library in a number of ways including:

Ask Library / IT service points on every campus including Whyalla and Mt Gambier

Video conferencing

Pop-ups

UniSA app

Phone

Email

Proactive Chat

At City West the Ask Library / IT service points are located on Levels 2-5 of the Jeffrey Smart building, opposite the main lifts. At City East, Magill, Mawson Lakes and Whyalla they are located in close proximity to the entrance to the building; at Mt Gambier in the new Learning Centre building.

Virtual services will be improved by the use of communication software and the implementation of proactive chat which invites a website visitor to engage in a live chat interaction. This allows for the provision of timely and context specific support at point of need.

In addition, during peak times staffed library pop- ups will be set up in campus locations most occupied by students to offer one on one assistance.

In person support for complex queries has not changed. Staff and students will still be able to make appointments with librarians and the Academic Library Teams will continue to work closely with staff in support of university teaching and research initiatives.